SIAM COE Leader-Bangalore/Chennai

Role & responsibilities

Minimum 15 or more years of service management delivery experience in SIAM and IT Infrastructure environments. The SIAM COE LEAD is a multifaceted leadership role in our SIAM ecosystem supporting the implementation and management of our SIAM framework, best practices, policies, tooling architecture across Cognizant accounts.

The successful candidate will be responsible for leading a team of functional area leads in building, implementation, trouble shooting, maintenance and delivery of the SIAM and ITSM Service Operations across Cognizant.

SIAM COE Lead must

• Be able to build and have an E2E view of the SIAM, customer enterprise & services being offered for each customer under SIAM offering.
• Be the highest point of escalation in SIAM service delivery and handle/trouble shoot all escalation arising out of SIAM delivery and transitions.
• Conduct SIAM maturity and other assessments /audits across Cognizant accounts as frequently as required
• Manage the transition and design of the SIAM to an operational state, including any required staffing, processes, and strategic direction for all SIAM delivery accounts.
• Oversee the SIAM functions including multi-level governance, customer engagement, service transition, service operations and performance management across Cognizant.
• Effectively handle supplier operations management, supplier performance management, and establish necessary contractual obligations in all Cognizant accounts.
• Accountable to optimize the overall operation of the SIAM offering, introduce AI and Automation use cases as required to create and increase value for customers across all Cognizant accounts
• Support RFPs, deliverability assessments, customer visits and establish & optimize relevant benchmarks
• Support hiring, create and deliver training, build SIAM competency across Cognizant including maintaining reusable artifacts & best practices

Required Qualifications:

• Bachelor s degree in Information Technology, Information Systems, Statistics, Business, Management or related field
• Minimum of 15 years work experience in IT service management & Service Integration management.
• Experience of performance data analysis of ITIL processes including conducting SIAM assessments and gap reports
• Must have end user experience of ServiceNow and other ITSM platforms. Exposure to SIAM tooling platform /environments is mandatory.
• Skilled at working collaboratively in a complex environment and driving performance achievement and improvements
• Data-driven mindset of service excellence and customer satisfaction
• Successful teamwork experience and demonstrated leadership abilities
• ITIL4 certification & SIAM professional Certification

Preferred Qualifications:

• Project Management Professional (PMP) certification
• Minimum of 5 years relevant work experience and leadership in SIAM/MSI commercial environment
• Expertise in supplier contract/relationship management
• Leader in SIAM/MSI practice implementation and delivery
• Must have led managed IT infrastructure service transitions
• Experience leading large teams in a matrixed management structure
• Experience with Organizational Change Management
• Demonstrated experience producing programmatic deliverables
• Demonstrated experience with facets of personnel management

Location:

Bangalore and chennai